We will do everything possible to provide a quality service to you. However, we recognise that occasionally there may be some aspect of our service or a decision we have made that you wish to query or draw our attention to. We have a complaints and dispute resolution procedure which undertakes to deal with your complaint promptly. It is important to follow the complaint handling process so we are able to resolve your concern effectively.
If you would like to make a complaint please tell us by contacting the relevant department your complaint relates to (see table below). In most cases they will be able to resolve the matter. If not you will be referred to a manager who will attempt to resolve the matter. A response will be provided within fifteen (15) business days.
Innovation Group acts as a manager and administrator of claims on behalf of IAL.
Independent Internal Review
If you are dissatisfied with how your complaint has been resolved, you can escalate your complaint to our Internal Dispute Resolution (IDR) department who will review the decision independently. You may be asked to put your complaint in writing to us.
You can contact our IDR department by:
Phone: (02) 9099 4997
Address: IAL IDR, GPO Box 933, Sydney NSW 2001
The IDR department will contact you with a decision within fifteen (15) business days of receiving your complaint.
Review by the Financial Ombudsman Service
In most cases we can resolve any problems our customers have but if you remain dissatisfied with how we have resolved your concern you can contact the Financial Ombudsman Service (FOS) for an independent external review at no cost to you. We are bound by any determination by FOS but the decision is not binding on you.
FOS can be contacted by:
Phone: 1300 780 808
Fax: (03) 9621 2060
Address: Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001